Grow the Team
Create the Toolkit
Create the Toolkit
Congratulation! You're here because your product has scaled to the point you realize you need some help. It time to delegate and hand-off your customers to a capable Customer Success Manager who will be responsible for providing exceptional service including onboarding new customers, resolving issues, upgrading accounts and preventing churn amongst other things. We help you set up the hiring process, employee contracts and find the right candidates.
Create the Toolkit
Create the Toolkit
Create the Toolkit
Providing the right tools and staff training is crucial to have an effective team. Together, we will identify the exact tools you and your team need in order to best complete their work in the most efficient way.
Luckily, we have a library of available with our many platform partners. It would simply be a matter of customize which you need and setting them up. We will even set you up with CSMs with partnering platforms to make sure it's configured the way you want and fully integrated in your company.
CS/ Product Collab
Create the Toolkit
Customer Onboarding Process
Now that you have the right people and tools in place it is absolutely crucial to have open communication with every player especially at this stage and size of the company. In this stage, we help you find the best channel to communicate, meeting agendas and set the right expectations of everyone. While your CS team is not developing the software, they hold a wealth of information being client facing. They are your eyes and ears and will help drive your product enhancements.
Customer Onboarding Process
Customer Onboarding Process
Customer Onboarding Process
The nature of your software miiiiight be a little complex. Perhaps your subscription plan is considered an investment to the customer to a certain extend. You realize if your customer does not benefit from the use of your product, they will most likely cancel. The is precisely why a strong and structured onboarding process is necessary.
We help you map out every step of this process.
The Sales to CSM hand-off is an extension of the sales process this and train your team on how to deliver value at every interaction.
Retain Your Customers
Customer Onboarding Process
Retain Your Customers
minimize churn. we help you do this by understand the persona/s and needs of your customer and deliver the appropriate training that allows them to fully adopt your platform as something they plan to utilize for a long time.
If you currently feel you are spinning your wheels and for every customer gained there's one out the door.
We have an entire module dedicated to helping you identify, track, measure the KPIs that will have an immediate impact in your MRR.
SOPs & Documentation
Customer Onboarding Process
Retain Your Customers
Now that you have:
- the best people
- the best tools
- the best culture/ environment
- the best customer journey map
- the best customers
Let's make sure all your CS documents and procedures are create and have to dedication to ensure they remain up-to-date. This will now become your holy grail to reduce training time, ensure consistency, prevent mistakes and save money in the short and long term.
Our Experience
After 10 years in the industry, we decided to alter direction. Now, we share our passion by helping others. Our ramp-up process is designed to empower your team and outfit them with the tools they need to succeed. Talk to us today about how we can support your growth, limit turnover, lower churn, and put you on a solid track to success and profit.
Our Partners
Battling Churn?
If you are a SaaS owner who is looking to retain your subscribers - you've landed in the right place.